Customer Success Manager

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies headquartered in the US to the top of the list. 
Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform every day to drive profitable revenue growth across 60+ global marketplaces—including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. To learn more, visit pattern.com or email press@pattern.com.
Pattern has been named one of the fastest growing tech companies headquartered in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®.
We need a Customer Success Manager with skills in enterprise software, onboarding, project planning and account management – essentially, all aspects of delivering on the value of our digital asset management and product content syndication platform. This role will work closely with our Sales and Product teams. We are looking for a positive person with a ‘can-do’ mindset.
This is a full-time role and will work a hybrid schedule based in Lehi, UT.

What Is A Day In The Life Of A Customer Success Manager?

• Help marketers daily at world-class brands succeed in using our solution to drive their business growth
• Plan and onboard customers with solid foundations for long term customer value
• Directly educate customers on the effective use of the technical features in the software
• Expand revenue and offerings in existing accounts - upsell when and where appropriate
• Help bridge the transition when a key admin departs from one of our customers by introducing and ‘re-selling’ the offering to any new users
• Oversee client relationships and deliver exceptional experiences using your stellar communication, problem solving and follow-up skills
• Improve our process to measure and track key success indicators, success metrics and NPS
• Develop meaningful relationships with executives and other stakeholders across your book
• Occasionally meet key customers in person for training, success evaluations, and/or lunch

What Will I Need To Thrive In This Role?

• Bachelor’s Degree from an accredited university
• Ability to demonstrate the core leadership in customer success and retention strategies
• 1-2 years of experience in Customer Success, Strategic Account Management or Professional Services
• Knowledge about relevant marketing technology and emerging trends in ecommerce
• Strong interpersonal, business and technical acumen
• Strong understanding of value drivers in SaaS type recurring revenue business models
• Proven success in achieving KPIs, OKRs, financial targets and retention metrics
• Proven ability to develop a deep understanding of a complex SaaS product
• Exceptional skills in presentations, meeting facilitation, and written communications
• Passion for AI, data, analytics, and process: ability and desire to dive into data
• Demonstrable ability to smoothly navigate customer needs and escalations
• Experience working on complex data integrations and mapping
• Familiarity with CMS, Shopify, and/or other ecommerce marketplaces

What Does High Performance Look Like?

• Drives Measurable Success: Meticulously captures and executes on stated customer business objectives, ensuring successful, quantifiable achievement of strategic goals.
• Maximizes Retention & Growth: Delivers outstanding Gross Retention and achieves significant Expansion Revenue (Net Retention) across the assigned book of business.
• Cultivates Executive Alignment: Secures and maintains executive-level sponsorship (Director/VP+) in most accounts to strengthen strategic partnerships.
• Accelerates Onboarding Value: Ensures an exceptional and efficient onboarding process that achieves a best-in-class Time-to-First-Value (TTFV) and high Customer Satisfaction (CSAT).
• Influences Product Strategy: Provides data-driven recommendations to company leadership that directly contribute to the refinement of the product roadmap and improved service offerings.

What Does Success Look Like In The First 30, 60, 90 Days?

• First 30 Days: Immersion & Shadowing
• The first month is dedicated to a fast-track immersion into our product and customer success workflow.
• You will actively join customer calls to learn our service approach, common technical questions, and how we guide customers through the platform.
• You will  be trained directly with one of our current technical onboarding/Customer Success Manager (CSM). 
• We expect you to dedicate time daily to personal experimentation on the platform, which is critical for building confidence and expertise.
• You will participate in broader company strategy and product development meetings to gain a well-rounded view of our current and future solutions.
• By the end of the 30-day mark, you will begin taking over your own book of accounts, meeting with these customers with the assistance of a Senior CSM to ensure a smooth, supported transition.
• 60 Days: Taking the Lead & Building Expertise
• You will become the primary point of contact for your assigned accounts, managing their onboarding and success metrics with increasing autonomy.
• You will finalize your product training, becoming proficient in handling the majority of technical questions and troubleshooting.
• 90 Days and Beyond: Full Autonomy & Team Building
• After three months, you will operate as a fully independent CSM:
• You will be onboarding your own new customers with expert support available from our team, including our data assistant and product specialists.
• Within six months, you will master the product, be onboarding several customers per month, and actively contribute to the growth and development of the Customer Success team structure.

What Is The Team Like?

• You will be mentored by a PXM - Director of Customer Success, and other CSMs. You will be able to collaborate regularly with members of the product and technical teams to implement actionable solutions. Your hard work, ideas and input will be well received and highly visible.   

Sounds Great! What’S The Company Culture? We Are Looking For Individuals Who Are:

• Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
• Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
• Team of Doers- Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What Is The Hiring Process?

• Initial phone interview with Pattern’s talent acquisition team
• Video interview with a hiring manager
• Take-home assessment & onsite presentation with a panel of Customer Success Managers
• Final interview with another member of the team
• Professional reference checks
• Executive review
• Offer

How Can I Stand Out As An Applicant?

• Be prepared to talk about professional accomplishments with specific data to quantify examples
• Be ready to talk about how you can add value and be the best addition to the team
• Focus on mentioning how you would be partner obsessed at Pattern
• Be prepared to talk about any side projects related to data and analytics

Why should I work at Pattern?
Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:
- Unlimited PTO- Paid Holidays- Onsite Fitness Center- Company Paid Life Insurance- Casual Dress Code- Competitive Pay- Health, Vision, and Dental Insurance- 401(k) match. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred. 
Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.